This topic

Voicemail still active after account closure

wohdivad — Mon, 21 Sep 2026 10:41:43 GMT

I had extensive problems moving my service from BT to Plusnet. Finally, in early April, my BT account was closed. However, my voicemail is still active nearly 6 months later. I thought if I waited it would close out but it hasn’t. I do not have a phone service with Plusnet and don’t want to miss any important messages. Thoughts?

Re: Voicemail still active after account closure

imjolly — Mon, 21 Sep 2026 11:06:55 GMT

phone BT CS 03301234150 and get them to close your voicemail

Re: Voicemail still active after account closure

wohdivad — Mon, 21 Sep 2026 12:48:02 GMT

Hi. Thanks for the reply. As I thought it was not that simple. BT CS say there is nothing showing on my account and it’s completely closed so nothing they can do. They say as there is a voicemail service in must have an associated line. They say this must have transferred to Plusnet when I moved over even if it was to a broadband only service. They’re are suggesting Plusnet are holding the line but not charging me for it. I am losing the will to live on this so, before I call Plusnet, can you or anyone please tell me if this makes sense. I have spent many many hours on the phone trying to change my service to Plusnet up to Executive Level at BT. It did get sorted in the end apart from this voicemail problem. Advice much appreciated.

Re: Voicemail still active after account closure

imjolly — Mon, 21 Sep 2026 13:06:42 GMT

Then if you dealt with ELC before then go back to them using consumer resolution email in this link

https://www.bt.com/bt-plc/assets/documents/about-bt/policy-and-regulation/our-governance-and-strategy/codes-of-practice/customer-complaints-code/complaints-code.pdf

Re: Voicemail still active after account closure

wohdivad — Mon, 21 Sep 2026 14:24:29 GMT

Thank you. I have spoken to Plusnet who say there is no phone line associated with the account. I will email BT ELC as you suggest.

Re: Voicemail still active after account closure

wohdivad — Tue, 22 Sep 2026 10:23:42 GMT

No immediate response or acknowledgment from BT but that is normal apparently. I really don’t have the patience for the long waiting game to recommence. I do believe the phone line has been decommissioned and there is no trace of it on my account (s). However, BT have not deleted my voicemail and CS tell me it is not possible for them as there is no trace of a phone line. I think this is a more complex issue than they can grasp and hoped someone on the forum might have experienced this and could throw some light on it. I really don’t want a new customer to inherit my mailbox and I want it closed to prevent new messages being left. BT just wants to pass this on to Plusnet which surely is not acceptable. Any help appreciated.

Re: Voicemail still active after account closure

imjolly — Tue, 22 Sep 2026 10:41:29 GMT

have you tried phoning your old number with your mobile to see what happens - answering machine?

Re: Voicemail still active after account closure

wohdivad — Tue, 22 Sep 2026 13:03:41 GMT

Yes, many times over the last 6 months, including today. It doesnot ring but goes straight to voicemail where I hear my pre-recorded message. After the message plays it asks you to leave a message. It works.

Re: Voicemail still active after account closure

wohdivad — Tue, 22 Sep 2026 14:16:55 GMT

I have just been on the phone to BT for nearly an hour. The CS guy was very helpful and, whilst I was on hold for an age, spoke to several departments who could not find a solution. He confirmed that BT hold the number. The issue has been escalated and the Data Integrity Team is dealing with it at the moment. I should get a call within a couple of days. I have absolutely no confidence that this will be resolved as I have spent so much time speaking to BT with no luck. I had hoped that maybe there would be some expert knowledge on the forum to point the way on this. Thanks

Re: Voicemail still active after account closure

Christopher_G — Sat, 26 Sep 2026 13:11:29 GMT

Hi @wohdivad

Have you heard back from our support team about this since your last post?

Chris

Re: Voicemail still active after account closure

wohdivad — Sat, 26 Sep 2026 13:30:15 GMT

Thanks for your interest. Despite saying I will get a call within a couple of days unfortunately nothing heard from them.

Re: Voicemail still active after account closure

Christopher_G — Sat, 26 Sep 2026 13:44:33 GMT

OK, thanks @wohdivad

I've sent you a private message to see if I can get you a bit more help with this. Could you take a look at your private message inbox and get back to me please?

Thanks
Chris